COACH'S CORNER By Victoria Del Frate
People will challenge your facts! A great example of this was relayed to me by one of my mortgage coaching clients. She had received what she re- ported as being "an angry email" from a purchase
prospect who was replying to an email blast that she had
sent out a few days earlier attempting to encourage her
“fence sitters” to take the plunge and move forward with
her to secure a mortgage.
Here is the response she received that threatened to
“ruin her week.”
"Everyone always says that NOW is the best time to
buy. Why? Because, transactions earn YOU money. Tell me
one time during the past five years where you said it was
NOT a great time to buy and I will have enough respect to
NOT consider this just another sales pitch."
Ouch! Did you just cringe? How would you respond
to such an email?
Not being a loan officer myself, I had a different reaction to this email and felt I knew exactly where this prospect was coming from. The vast majority of the population
still has no idea what mortgage professionals do, how you
do it, or how it all really works.
Our trust has been obliterated by several years of
gruesome mortgage industry news, and we’ve been left
with the scraps given to us by the media to make sense of
it all. That leaves folks feeling distrustful and yes, sometimes
a little bit feisty.
What's most important, especially in today's climate,
is being able to graciously step out of your own shoes,
the ones that have been in the biz for 10+ years, experienced the cycles, answered to the same objections for the
umpteenth time type shoes (you know the ones). Step
into your customer’s loafers for a moment and remember
there are basic, psychological components at work when
you are engaging with those who challenge your facts or
who are just plain ole challenging.
The majority of people aren’t being difficult just because of some genetic disorder. Their challenging demeanor is more commonly rooted in a fear. Fear can be paralyzing, and it can also cause us to behave combative at times.
Here are three techniques to help you to help your
prospects move past their fears so you can get them to
their end goal and ultimately secure a client for life. Plus,
you will possibly save yourself some migraines along the
NAME THE FEAR - As soon as you feel someone is having a tough time moving forward, instead of asking your customer what might be holding them back and inadvertently
putting them in a defensive position, suggest a few reasons
why some of your past customers have experienced cold
feet or reservations at one point or another during the process. Explain how you were able to help them through that
fear so they could meet their ultimate goals. Basically, you are
sharing a case study, a cure, and, most importantly, empathy!
People respond to real-life examples, ones that mirror their
own set of similar circumstances.
SHOW ME DON'T TELL ME - Be ready to present
your case as to why and how your prospects should move
forward with you in a professional and visual manner.
I've seen some wonderful examples of this with my own
mortgage coaching clients who combine loan comparison
presentation tools from various sources like, Mortgage-Coach.com, and various media applications like Jing Project,
Camtasia, Go To Meeting, and You Tube.
Coach Victoria‘s passion is working one-on-one with highly motivated business professionals to maximize their personal effectiveness as they develop their vision, define their goals, take
action and build strong foundations to ensure their continued
success. She can be reached at email@example.com
Turn your Challenging
Clients for Life